Part One IAmaReceptionist
Unit 1 I Am a Receptionist
A. WhoAm I?
B. My Responsibilities
C. 1 Love My Job
Unit2 This Is Our Hotel
A. Facilities
B. Departments
Unit3 WeAre a Team
A. The Secrets of Successful Hotels
B. IAm a Team Member
C. I Am Here
D. They Are My Co-workers
Unit4 Front Desk Equipment
A. Front Desk Equipment
B. Front Desk Computer System
C. Front Desk Printer
D. Fax Machine
E. Photocopy Machine
Unit5 Telephone System
A. Incoming Calls
B. Outgoing Calls
Unit6 Cheek in
A. Greeting Guests
B. With Reservation
C. Without Reservation
D. Assigning Rooms
E. Issuing Room Keys
Unit7 Sales Techniques
A. Up-selling Guestrooms
B. Recommending Restaurants
C. Suggesting Promotional Packages
Unit8 Guest Charges
A. Point-of-sale Equipment
B. Guest Account
Unit9 Wake-up Calls
A. Wake-up Call Request
B. Manual Wake-up Calls
C. Calls not Answered
UnitlO Checkout
A. Reviewing the Charges
B. Setlling the Payment
C. Offering Services
Unit 11 Keeping the Front Desk Clean and Tidy
A. Filing while Working
B. Cleaning while Working
Keys
Vocabulary
Part Two I Am a Switchboard Operator
Unit1 I Am a Switchboard Operator
Unit2 This Is Ourttotel
Unit3 WeAreaTeam
Unit4 Transferring Calls
Uint5 Responding to Inquiries
Unit6 Giving Directions
Unit7 Telephone Calls
Unit8 Wake-up Calls
Unit9 Handling Guest Complaints
Unit 10 Responding to Fire Alarm
Unit 11 Responding to Emergencies
Unit 12 Eyacuatinothe Hotel
References
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